Non-Personal Dashboards

šŸ’” Compared to the regularĀ Personal DashboardsĀ the Non-Personal Dashboard variant can be managed configured by administrators via theĀ Organization UnitĀ assignment.

BEFORE YOU START

Contact CenterĀ Please note that only Contact Center licensed users can access the Dashboards feature. As Admin you may create as many Non-Personal Dashboards as needed.

Role Permission

TENANT ADMIN / OU ADMIN

Non-Personal Dashboards are managedĀ onlyĀ by administrators.

Created viaĀ Administration > Configuration > Non-Personal Dashboards.Ā The configuration steps are described below on this page.

TEAM OWNER,
SERVICE SUPERVISOR,
AGENT

User Accounts (Service Owners, Supervisors, Agents) canĀ viewĀ Non-Personal Dashboards, but not edit them.

Personal Dashboards are created via Nimbus User Portal > Dashboards.

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Creating a Non-Personal Dashboard

The creation of new Non-Personal Dashboard is very similar to that ofĀ Personal Dashboards, however with additional steps for publishing. Basically you perform the following steps:Ā 

  • Define general Dashboard details
  • Add and configure widgets and properties
  • Once ready, publish the Dashboard
  • Inform Nimbus portal users to view the Dashboard

General Dashboard details

This step is nearly identical to Personal Dashboards:

  1. Head toĀ Configuration > Dashboard > Non-Personal DashboardsĀ andĀ clickĀ "Create New".
  2. Provide the dashboard detailsĀ (Name, Description, Organization Unit, Color, Picture) in the popup.Ā Ā Ā Ā Ā Ā 
    Ā Ā Ā Ā 
    šŸ’” You can change these details later if needed.
  3. After creation you can now see your Dashboard in the list. You can now start to edit its properties.Ā Ā Ā Ā Ā Ā 

Edit Widgets and Properties

The same as on personalĀ Personal Dashboards you now add Dashboard Widgets and adjust their Widget Properties to your liking. Click on the accordions below for more details:

Show list of widgets available per user...

Dashboard Widgets

INC Dashboard Widget Data Size Limitations

ā˜FILTER/QUERY SIZE LIMITATIONS

To keep the performance on Dashboards manageable, query limits of 200 users / 200 services each apply on filtering (e.g. when selecting very large Organization Units). This limit applies summed-up across all widgets on the same Dashboard.

šŸ’”A warning and counters will be shown when this limit is exceeded and data will not be queried.

šŸ’”(Existing) Dashboards that break this limit will not be adjusted retroactively, but also show the warning instead of the actual data query.

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Contact CenterĀ PortalĀ User RolesĀ with access ā–ŗ

SUPERVISOR

TEAM / SERVICE OWNER

CC USER
Widget Group Name Description User Service Owner Owner Limited Team Member / Agent
Service WidgetsĀ Ā 





Ā 
Service KPI Tile Shows a single service KPI for the selected services. Ā  āœ… āœ… āœ… āœ…
Service KPI Tabular Shows Service KPI's per Service in a tabular view. Ā  āœ… āœ… āœ… āœ…
Service KPI Chart Shows a single historical service KPI value of today for the selected services with comparative trend and graphical look back. Ā  āœ… āœ… āœ… āœ…
Service KPI Comparison Chart Shows Service KPI's in a chart per Service for comparison. Ā  āœ… āœ… āœ… āœ…
Service KPI Graph Shows Service KPI's aggregated for one or more services over time. Ā  āœ… āœ… āœ… āœ…
Service Queue Tabular Shows the current tasks in queue for multiple services. Ā  āœ… āœ… āœ… āœ…
Live Service Tasks Tabular Shows the current live inbound tasks for multiple services. Ā  āœ… āœ…
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āœ… āœ…
Service Outbound Tasks Tabular Shows the current Outboundoutbound tasks for multiple services. Ā  āœ…
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āœ…
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āœ…
Service External Tasks Tabular Shows a heatmap with task resolution information with historical data ranging back up to 4 weeks. Ā  āœ…
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āœ…
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āœ…
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Service Heatmap Shows the a Heatfor multiple services. Ā  āœ… āœ… āœ… āœ…
Service Supervision Shows the current tasks for multiple services to supervise → SeeĀ Dashboard SupervisionĀ  Ā 

āœ…
šŸ”§šŸ”Ž

ā–¼

Ā  Ā  Ā 
User Widgets User Performance Tabular Shows the user performance information in a tabular view. āœ… Ā  Ā  Ā  Ā 
User State Tabular Shows the current user states in a tabular view. āœ… Ā  āœ… Ā  Ā 
User State Chart Shows the current user states in a chart view. āœ… Ā  āœ… Ā  Ā 
User Supervisor Tabular Allows supervisors to administrate users. → SeeĀ Dashboard Supervision

āœ…
šŸ”§šŸ”Ž

ā–¼

Ā  Ā  Ā  Ā 
User Tile Shows a count of users matching your filter criteria. āœ… Ā 

āœ…

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Common Widgets Markdown Allows you to display formatted text and pictures on your dashboard through markdown syntax. āœ… āœ… āœ… āœ… āœ…
Date & Time Shows the current Date and/or Time. āœ… āœ… āœ… āœ… āœ…
Embedded Website Allows you to present external content/websites on your dashboard. āœ… āœ… āœ… āœ… āœ…
Dashboard widgets and related user roles with access

About widget access

šŸ”ŽDashboard Access:

  • Contact CenterĀ User licenses are required to view any personal DashboardsĀ orĀ non-personal Dashboards in the Nimbus UI.
  • Additionally, a service-affiliated user role (e.g. member, owner) is required to see data in within widgets, following Organization Unit rules (→ see Data Access Rule below).

šŸ”ŽSupervision / Agent Roles:

  • šŸ”§ Users with additional extended permissions (Supervisors , Service/Team Owners) can interact with certain widgets, e.g. to perform Dashboard Supervision or delete pending from the queue. āœ… This requires an additional ā€œSupervisorā€ role, to be applied via User Administration > Roles tab.
  • ā˜ Note that Supervisors which also act as Agents (assigned in Agent Service Settings)Ā cannotĀ engage in Supervision sessions while they have a call ongoing.Ā 

šŸ”ŽData Access Rule: Dashboards and data shown inside widgets follow general User PermissionĀ andĀ Organization UnitĀ restrictions, meaning:

  • Data is shown according to theĀ currently logged inĀ user permissions, not any delegated permissions of the user that created the Dashboard.Ā 
  • Filter (re)adjustments to widgets are allowed if the user has access, but only by following "reading along the path" Organization Unit rules of that user.

šŸ¤” What does this mean? Dashboard user B may see and customize widgets which may have been originally added by different user A (e.g. an higher level Admin). However, the Service KPI, as well as User and Task information shown inside those widgets is always limited to the services the user B is a part of.

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Show configurable widget properties...

Dashboard Widget Properties

How to browse this table

Properties, filters, and settings listed below apply forĀ all Dashboard widgetsĀ in both Personal DashboardsĀ andĀ Non-Personal Dashboards.Ā 

šŸ’”Tipps and Tricks:Ā 

  • Many widgets share concepts (e.g. filtering, thresholds), so the the table below is sorted by common properties, alphabetically.Ā 
  • This table is large. When you view this page standalone, use the Table of Contents on the right-hand side to navigate.
  • You can use CTRL+F to search for particular elements matching to the Nimbus UI.
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Property Dashboard widgets using this property Description / Usage tips

Avatar

  • User State Tabular
Picture of the user, as defined in the Tenant's user directory. Also shows the → Presence StateĀ as a small colored dot.

Background Color

  • Service / User KPI tile widgets

A choice of background colors.

šŸ’”The font color inverts automatically to increase contrast on bright colors.

Colors (Value thresholds)

  • Heatmap widgets
  • Any ā€œTabularā€ widgets
  • Any ā€œTileā€ widgets

ColorsĀ can be applied:

  • ...for tabular widgets, color applied to the respective cell / KPI column upon reaching a threshold criteria match.
  • ...for tile widgets, color applied to the whole tile as base and changed upon reaching a threshold criteria match.

On Heatmaps the colors are fixed as follows:

  • <ChartColors.BittersweetRed> 0% - 2% tasks have been handled
  • <ChartColors.BittersweetRedFawnOrangeTransition> 2% - 33% tasks have been handled
  • <ChartColors.FawnOrange> 33% - 63% tasks have been handled
  • <ChartColors.FawnOrangeMountainMeadowTransition> 63% - 98% tasks have been handled
  • <ChartColors.MountainMeadow> 98% - 100% tasks have been handled

šŸ”Ž Also see → Thresholds.

Columns

  • Any "Tabular" widgets
  • Service Supervision widgets

Determines which columns get shown in a tabular widget.

šŸ’” To reorder, drag and drop the entriesĀ Ā Ā Ā Ā Ā Ā 
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During Edit Mode you can do the following:

  • Change the column width by dragging the handles between columns (shown on mouse-over)
  • Change the default column sorting order by clicking on the header.

Content

  • Markdown

Uses → Markdown languageĀ to show content of your choice. Supported features are:

ā˜ UnsupportedĀ extended Markdown SyntaxĀ may work, but break the widget layout.

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Controls

  • Service Supervision

Ā šŸ”This column relates exclusively to Supervision widgets.

āœ… You require "Supervisor"Ā User RolesĀ to use the controls.Ā Refer toĀ Dashboard SupervisionĀ for details.

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Data Source

  • All "user" widgets
  • All "service" widgets

ā˜ Attention:Ā Your previous data source selection is removed when switching between options below. If you need to filter with different sources (e.g. specific usersĀ andĀ Organization Units), create two separate widgets instead.

Select aĀ type of data sourceĀ with the following options:

  • ServicesĀ - (for "Service" type widgets).Ā Shows all services based on your roles and memberships.Ā Also see → User AdministrationĀ >Ā ServicesĀ tab.
  • UsersĀ - (for "User" type widgets).Ā Shows all users based on your roles and which are part of your services. Also see → Service AdministrationĀ > Users tab.

Organization UnitsĀ - āœ… SUPERVISORĀ Role: You require aĀ Service / User SupervisorĀ role granted for the corresponding Organization Unit to see entries.Ā Ā Also see → User AdministrationĀ >Ā RolesĀ tab.

Service Type "Supervisor" Role applied
"Service" Type widget OU selection
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Date and Time (widget)

  • Date and Time

Note: Properties below are unique to the "Current Date and Time" widget:

  • Allows to select aĀ clock type: Digital or Analog design
  • Allows toĀ show and set a time zoneĀ (UTC offset)
  • Allows toĀ show current dateĀ and set a format
  • Allows toĀ show current timeĀ as digits (e.g. in addition to analog format or if only a date should be shown) and set the time format.
  • AllowsĀ custom content, can be formatted with markdown. See → Content

Due Date

  • Service Outbound Tasks Tabular

Limit the list of scheduled Outbound Call tasks that only match the due date criteria.

šŸ” Outbound tasks are created and manipulated viaĀ Flow ActionsĀ of theĀ Microsoft Power Automate Connector.

Filters

Filters narrow down entries in widgets.Ā 

āœ… Filters apply on entries selected via → Data SourceĀ field (either Services, Users, orĀ Organization Units).

āœ… GDPR You need to be "Owner" of services on which you want to apply user filters on. Refer toĀ User RolesĀ for a detailed overview on which user role can see the data you showcase in a Dashboard widget.

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Note that a maximum query size applies in addition to filters. More on this in the → Limitations chapter at the bottom.

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Based on the widget type the following filters are available:

  • Busy Hours (Heatmap Widget) - Hides columns without data, showing only data points with recorded values, down to a minimum of 5h on a day.
  • Duty Profiles1 → Shows the duty profile of users.
  • Duty States2Ā (Duty, Off Duty).
  • LevelĀ (of Distribution) in the current service queue.Ā šŸ” See Distribution Policies.
  • Modality3 (communication channel) used for the task.
  • MS Teams Presence Activity4 (Out of Office, Busy in a Call, etc.).
  • MS Teams Presence State4Ā (Available, Busy, Away, DND, BRB, Offline).
  • Nimbus Service Task States5Ā (In IVR, In Queue, In IVR After Queue, Connected, Parked, On Hold, Transferring, Ringing, Dialing Out).
  • TasksĀ (All, Handled, Not Handled)6Ā 
  • TypeĀ (of operator >, >=, <, <=). Used in conjunction to filter e.g. user lists by a certain time in state (e.g. ACW orĀ RONA).

šŸ” References:

1Ā Learn more about this by visiting Responsibility ProfilesĀ and Skills and Responsibilities.

2 Also see "Duty Profile"Ā column in any ā€œUser-ā€ type widgets in the Dashboard.

3 Learn more by reading about Supported Modalities.

4 Refer to the Microsoft documentation to learn more about the different Presence States and Activities in MS Teams.

5 Also see → "States" entry in this table.

For more clarity you can apply → Thresholds with → Color values to your filtersĀ 

6 Also see → Nimbus KPI CalculationsĀ for details on how the (not) handled tasks are calculated.


šŸ’”Good to know: In addition to filters you can apply → Thresholds to highlight when certain criteria are met.

Height

  • All widgets

DeterminesĀ grid tilesĀ used by this widget.

šŸ’” Note that …

  • … widgets may snap to certain min / max grid sizes depending on widget type, e.g. to allow a minimum of content being shown.
  • … you can also adjust the widget height via the handles on their bottom-right,
    Ā 

Items per Page

  • User State Tabular

For tabular widgets, amount of entries to show before pagination should occur.Ā 

Orientation

  • Service KPI Comparison Chart

For bar chart widgets, shows the bars in either horizontal (x-axis) orĀ vertical (y-axis) direction.

KPIĀ 

(Metrics, Primary and Secondary)

  • Any "KPI" Type widget

Various Key Performance Indicators (KPI), also used within "Live"Ā ReportingĀ for each service.

  • In queue, TASK(S)
  • Connected, TASK(S)
  • Active, MEMBER(S)
  • Available, MEMBER(S)
  • Not Available, MEMBER(S)
  • Longest waiting task, (hh:)mm:ssĀ 

"Historical" / based on →  TimeFrame

  • Acceptance SLA, %Ā 
  • Accepted by User in SLA, TASK(S)
  • Accepted by User, TASK(S)
  • Handled, TASK(S)
  • Handled rate, %
  • Hangup SLA, %
  • Hangup before accept, TASK(S)
  • Hangup by Workflow, TASK(S)
  • Hangup in IVR, TASK(S)
  • Hangup in IVR after Queue, TASK(S)
  • Hangup in queue in SLA, TASK(S)
  • Hangup in queue, TASK(S)
  • In Queue, TASK(S)
  • Inbound Reachability, %
  • Longest waiting task, (hh:)mm:ss
  • Not handled, TASK(S)
  • Outbound Reachability, %
  • Queued, TASK(S)
  • Total, TASK(S)
  • Transferred by User, TASK(S)
  • Transferred by Workflow, TASK(S)
  • Voice message, TASK(S)
  • Ƙ Connected time,Ā (hh:)mm:ss
  • Ƙ IVR time,Ā (hh:)mm:ss
  • Ƙ Queue time, (hh:)mm:ss

šŸ’” Good to know: Some widgets allow to display a single KPI name in the → TitleĀ field. The placeholder <KPI> will dynamically get replaced with your selected KPI.

ā˜Note: Changing KPI Units deletes thresholds

Some widgets allow to define → ThresholdsĀ to react to KPI value changes with color and sound.Ā 

When changing your KPI Metrics (e.g. from % to flat numbers), note that:

  • … changing to a different type of KPI metric will delete any of your defined threshold entries as they are now not applicable anymore.
  • … switching to the same type (e.g. from A % to B %) will retain the thresholds you defined previously.

šŸ’” Tip: If this happens to you by accident you can restore your previous threshold settings by cancelling the widget edit, which discards your changes.

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āš– KPI values are weighted against total amount

Average calculated KPI values are weighted against the total amount of itemsĀ (e.g. Tasks, Handled Calls, Reachability, etc.) within the services specified in your widget → Filter.


šŸ’”Ā This is to ensure that - for example - a service with justĀ oneĀ failed call showing a 0% handled-rate does not negatively impact overall KPI metrics of services withĀ thousandsĀ of calls with a 99% handled-call rate.

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šŸ”ƒKPI selection restricts other fields

Selection of a KPI criteria will automatically restrict other fieldsĀ to the same type (e.g. tasks, time, percentages).
⮑ Note that the dropdown is filtered automatically as you add more KPI to an existing widget.


Example:Ā 

On a comparison chart, picking any KPI of type "Task" will limit further values to be selected to Task-based KPIs.

šŸ’”This is to keep the axis reference and unit count consistent.Ā 

šŸ’”To show different KPIs, either start a separate widget or delete any KPI entries, switching the last entry to a different criterion (e.g. percentage, task, user, time, etc.).

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Legend

  • All Graph and Chart widgets

Allows to hide or show a KPI legend on any side of the widget.

Options: Hidden, Right, Bottom, Left, Top

šŸ’” When "Hidden" is selected, the legend can be accessed via mouseover on an info-icon in the widget corner.Ā Ā 

Level

  • Live Service Tasks Tabular
  • Service Queue Tabular

Shows the level of call (task) escalation in a service queue. A user's individualĀ Duty StateĀ (and associatedĀ Responsibility ProfileĀ ) determines at which level they are considered for calls.Ā Skills and ResponsibilitiesĀ are defined for each user. Only users matching the criteria are selected for calls.Ā 

→ SeeĀ FiltersĀ .

šŸ” Level escalation is defined in aĀ Distribution PolicyĀ and applied in theĀ Distribution Service SettingsĀ of the respective Contact CenterĀ Service.Ā 

Look Back Chart

  • Service KPI Chart

šŸ’” This widget property can be combined with a → TrendĀ indicator, or used standalone.

  • Toggle (on/off). When enabled, displays a aĀ look back chart.
    • Based on selected lookback options: 30, 14, 7 or 5 days
    • Default: 5d
  • When the "Look Back Chart" is enabled you can can also show/hide aĀ value axis

Look Back Chart with value axis. Detailed datapoints are shown on mouseover

Presence Activity

  • User State Tabular
  • User State Chart
  • User Supervisor Tabular

Shows the MS Teams Presence Activity (Out of Office, Busy in a Call, etc.) if extended presence tracking is enabled for the tenant.

→ SeeĀ widget Filters.

Presence State

  • User State Tabular
  • User State Chart
  • User Supervisor Tabular

Narrows down Users the MS Teams Presence Status (Available, Away, BRB, Busy, DND, Offline, Unknown).

→ SeeĀ widget Filters.

Primary KPIs

  • Service KPI Graph

Optional KPI to show on the left Y-Axis. Can either be:

  • Tasks
  • Time
  • Percentage

Up to 4 Metrics of the same type can be shown (stacked).

šŸ” Also see → ā€œKPIā€ entry in this table for details on each available metric.

Priority

  • Live Service Tasks Tabular
  • Service External Tasks Tabular
  • Service Queue Tabular

Column showing theĀ šŸ”Ž Task PriorityĀ of incoming calls. Tasks are distributed in a Round-Robin method.

šŸ”ŽNote ā€œStrictā€ priority tasks take precedence while ā€œNoneā€ priority may get starved by any other priority tasks. Visit the Task Priority page for more details.

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Retries Left

  • Service Outbound Tasks Tabular

Limit the list of Outbound Call / Call On Behalf tasks that only match the remaining retries criteria.Ā 

šŸ’” A retry is one attempt to distribute an outbound call to a user. If the Nimbus user (Agent) does not respond in time, this number is incremented up until a specified maximum.

šŸ” Tasks retries are specified and manipulated viaĀ Flow ActionsĀ of theĀ Microsoft Power Automate Connector.

ScaleĀ Ā Ā Ā Ā Ā 

Ā 

  • Any widget

Text and Element scaling within the widget.Ā 

šŸ’” Does not impact → widthĀ or → heightĀ of the widget itself. Overflow will result in scroll bars shown inside the widget.

Secondary KPIs

  • Service KPI Graph

Optional KPI to show on the right Y-Axis. Can either be:

  • Tasks
  • Time
  • Percentage

Up to 4 Metrics of the same type can be shown (stacked).

šŸ” Also see → KPI for details on each Metric.

States

  • Live Service Tasks Tabular
  • Service Outbound Tasks Tabular
  • Service External Tasks Tabular

Determines the status of a task, as it used in other Nimbus UIs:

  • Live Nimbus Service Tasks can have the following states:Ā 
    • In IVR, In Queue, In IVR After Queue, Connected, Parked, On Hold, Transferring, Ringing, Dialing Out
  • Outbound Service Calls are filtered by states:
    • Scheduled1Ā - while scheduled it can be deleted or properties changed.
    • In ProgressĀ - while in this state, changes or deletion of the task properties are not possible
  • External Tasks1Ā are filtered by states:
    • In IVR, In IVR After Queue, In Queue, Connected

1šŸ”External / Outbound Tasks are created and manipulated viaĀ Flow Actions of theĀ Nimbus Power Automate Connector.

Supervision Active

  • Service Supervision

Status indicator for when Supervision → ControlsĀ were used.

šŸ” This column relates exclusively to Supervision widgets. Refer toĀ Dashboard SupervisionĀ for details.

ThresholdsĀ 
(for Filters)

  • Live Service Tasks Tabular
  • Service KPI Tabular
  • Service KPI Tile
  • Service Supervision
  • User State Tabular
  • User Supervisor Tabular

Applies an event threshold that reacts to a specified KPI (or column in tabular widgets).

TheĀ threshold criteriaĀ are as follows:

Rules
  • Rule matching happens from top to bottomĀ upon first "match" the threshold evaluation is aborted.
  • The order can be changed with the drag & drop handlesĀ located on the left of already defined threshold list entries.
Rearranging threshold application order
Values
  • Values depend on the → KPIĀ selected for the thresholdĀ (e.g. number of tasks members, or percentage of handled calls).
  • Non-numerical entries (e.g. User Presence State) can also be affected, e.g. when a presence state exceeds a certain "Time in State" threshold. Here is an example:

ā˜ Note that changing your → KPI metric type (e.g. from percentage to flat numbers) deletes the defined thresholds.

Display Format

The display formatĀ is picked based the chosen KPI

  • %: default to "100%"
  • tasks/users: defaults to "0"
  • hh:mm:ss: defaults to "00:00:00" with timepicker
Sound

Plays a sound when the threshold criteria is met coming from either below or above the designated value.

INC Audio playback limitation

ā˜ General limitation for audio playback: Chrome (and other modern browsers) prevent Autoplay of audio, and only allow media playback if:

  • The media is muted, or …
  • The user has interacted with the domain (click, tap, etc.)

šŸ¤”How does this affect Nimbus? Any kind of audio signalization (threshold warnings, toasts, notifications) will not play audio on a newly (re)loaded tab that has not been interacted with. For example, when first-time loading a Personal Dashboards or Non-Personal Dashboards – or force-refreshing any Nimbus UI with CTRL+F5 – you need to click on it at least once for audio to play back.

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Time Frame / Scope

  • Service KPI Tabular
  • Service KPI Tile
  • Service KPI Graph
  • Service KPI Chart

Narrows down shown data by time:Ā 

  • Today (current)
  • LastĀ 48hours
  • lastĀ 7days
  • lastĀ 30days

šŸ’” Used mainly for "historical" → KPI , e.g. Task that have concluded with a definite result.

Time in State

  • Live Service Tasks Tabular
  • Service Supervision
  • User State Tabular

Tracks the time (upwards counting) since the Service / User state has changed. Depending on the widget this column tracks different times:Ā 

  • For TasksĀ it counts the time since the last call task state change in the system:Ā In IVR, In Queue, In IVR After Queue, Connected, On Hold, Transferring
  • For Presence StatesĀ changes it counts the time since the user's MS Teams messenger presence has changed:Ā Available, Busy, Away, DND, BRB, Offline.
  • ForĀ SupervisionĀ sessions it counts the time since the user is in an active call session that allows forĀ Supervision → ControlsĀ to be used.

šŸ’” We recommend to combine this column with → Thresholds to mark entries that have exceeded a certain time limit.

Title

  • Any "<KPI" Type widget
  • Markdown widget
  • "Tabular" widgets
  • "State" widgets

Customizable widget title. Can be hidden for some widgets via "Show Title" Toggle.

šŸ’” Dynamic KPI Title Placeholders:Ā In widgets that show a single KPI the title can include aĀ <KPI name placeholder>Ā and mixed with your text.Ā Ā Ā Ā Ā Ā 
šŸ’” Example:Ā "My Service <KPI>"Ā resolves intoĀ "My Service Acceptance SLA"

URL (external website)

  • Embedded Website

Used to specify an embedded website.

Ā The URL must start with https://

Insecure websites are not allowed.

Website embedding limitations apply. Learn more on the → Limitations chapter below.

Ā 

Trend Indicator

  • Service KPI Chart

šŸ’” This widget can be combined with a → Look Back Chart, or used standalone.

  • Toggle (on/off). When enabled, displays aĀ Trend Indicator if available for the selected KPI.Ā A trend is calculated as follows:
    • Based on selected lookback options: 30, 14, 7 or 5 days
    • Default: 30d
  • When the Trend Indicator is enabled you can can also configure ifĀ "Upward trend is"
    • Positive (Green), Negative (Red), Inconclusive (Blue)
    • Default: Positive

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Total Task trend with inverted positive (red color) setting

Type (of widget Filter)

  • Service Outbound Tasks Tabular

TheĀ type of serviceĀ (inbound / outbound).

šŸ’” Depending on the widget this filter may be limited to a preselection.

  • User State Chart

Determines what type ofĀ User StatesĀ the widget should display.

  • User Presence State: Displays the MS Teams Presence Status (Available, Away, BRB, Busy, DND, Offline, Unknown)
  • User Duty State: Displays theĀ Duty StatesĀ of the user (On Duty: Available, On Duty: Not Available, Off Duty)
  • User Duty Profile: Displays the currentĀ Duty ProfilesĀ selected by Users (Duty, Off Duty)

šŸ’” Note that after selection additional filters to narrow down the states become available.

  • User Supervisor Tabular

Allows to filter entries by inequality operatorsĀ "Ā >, >=, <, =<"Ā for:Ā 

  • Time spent inĀ ACW (After Call Work).
  • Time spent inĀ Extended ACW.
  • Time spent inĀ RONAĀ state.

All times are specified inĀ hh:mm:ss

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šŸ” Note that RONA and ACW values can be adjusted viaĀ Distribution Service SettingsĀ for each Service.

Width

  • All widgets

DeterminesĀ grid tilesĀ used by this widget.

šŸ’” widgets may snap back to certain min / max grid sizes depending on widget type, e.g. to allow a minimum of content being shown.

šŸ’” While in "Edit mode" you can also adjust the widget width via the handles on the widget's bottom-right corner.

Limitations

INC Dashboard Widget Data Size Limitations

ā˜FILTER/QUERY SIZE LIMITATIONS

To keep the performance on Dashboards manageable, query limits of 200 users / 200 services each apply on filtering (e.g. when selecting very large Organization Units). This limit applies summed-up across all widgets on the same Dashboard.

šŸ’”A warning and counters will be shown when this limit is exceeded and data will not be queried.

šŸ’”(Existing) Dashboards that break this limit will not be adjusted retroactively, but also show the warning instead of the actual data query.

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INC Website Embed Limitations

WEBSITE EMBEDDING LIMITATIONS

Some websites prevent IFrame embeds on remote sites, which cannot be circumvented.Ā When you try to embed such protected URLs, errors like 401 (unauthorized) or a "Refused to Connect" message will be shown instead of your desired output.

āœ… Possible Workarounds:

  • If available, consult your external source website support to check if any iframe-referrals are allowed. Some services offer specialized data widgets for that purpose or provide authorized token-URLs that you can use.
  • If you have access to whitelists on your source website, try to allow theĀ *.luware.cloud domain for external embedding / referencing.

Show more technical information...

Ā There are two types of HTTP headers in websites that control iframe loading:

X-Frame-Options: DENY

Content-Security-Policy: frame-ancestors 'none'

The HTTP Content-Security-Policy specifies valid parents that may embed a page using <frame>, <iframe>, <object>, or <embed>.

A website header calledĀ x-frame-optionsĀ specifies the access prevention, determined via the following values:Ā 

  • if set toĀ DENYĀ the site isn't allowed to be loaded in iframeĀ 
  • if set toĀ SAMEORIGINĀ the page can only be embedded in a frame on a page with the same origin as itself.
  • if set toĀ ALLOW-FROMĀ the page can only be displayed in a frame on the specified origin. This only works in browsers that support this header.

šŸ” Related Sources:

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NOTES ON DATA VISIBILITY AND ACCESS

  • Each Non-Personal Dashboard has a creator and modification date. Note that administrators with the same level of access can also edit (and delete) any Non-Personal Dashboard. When a creator user is removed fromĀ Nimbus the creator will be shown asĀ "N/A",Ā but the board continues to exist.
  • Clicking "Edit Dashboard" on any existing entry will bring you directly to Edit Mode. You can always adjust properties and filters as needed, but note that these changes apply to everyone with viewing/editing permissions on this board.
  • Filters and widgets in Dashboards are reliant based onĀ yourĀ currently logged in user account'sĀ Organization UnitĀ .
    • This determines the data and visibility to other users within the same OU hierarchy.
    • You willĀ notĀ see live data (such as incoming sessions, user states) on these dashboards due to data privacy reasons.
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Publishing the Dashboard

As final step you can decide to make a fully configured Non-Personal Dashboard available to certain users:

  1. Edit your Dashboard general details and review that the correctĀ Organization Unit is set.
    → šŸ’” Users in your chosen Organization Unit and the OUs below will see the Dashboard once published.
  2. Once satisfied make the Dashboard available, enable the "Publish" toggle.Ā Ā Ā Ā Ā Ā 
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Viewing the Dashboard

āœ… Once published by you or any other administrator all assigned users get immediate access to the new Non-Personal Dashboard, located within theirĀ DashboardĀ overview.Ā 

ā˜Note that access to Non-personal Dashboards is limitedĀ 

  • Only users with Portal Roles: Service user, Service Owner or Supervisor will have access to Dashboards.Ā 
  • Users need to be assigned to the Dashboard's Organization Unit (OU) or below.Ā This isĀ following the OU "readingĀ along the path" rules.

ā˜Non-Personal Dashboards will only allow ā€œviewingā€, not ā€œeditingā€.Ā An icon will distinguish between Personal and Non-Personal Dashboards on theĀ DashboardĀ overview.

Icon difference between Non-Personal and Personal Dashboards

Known Issues and Limitations

šŸ¤”Different data visibility based on logged-in user

Data displayed in Non-Personal Dashboard is filtered depending on the logged-in user's permission NOT based or ā€œdelegatedā€ by the creating user. Effectively this means that all users see the same dashboard widget layout and settings, but different service/user data shown inside based on their own permissions.


šŸ’”This is currently by design. As the creating Admin user's permissions to data might change over time, a large audience could potentially get (unwanted) access to delegated personal or service data. Nimbus will therefore always validate the current logged-in user's permission before showing data. We are actively monitoring customer feedback and consider solutions with future development.

šŸ¤”"No data available" message shown

If a user doesn't have the right to create Personal Dashboards – and there is no Non-Personal dashboard made visible to them – "No data available"Ā is displayed instead.


šŸ’”This is by design, not considered a limitation.

šŸ¤”No audio playback on a freshly loaded Dashboard

INC Audio playback limitation

ā˜ General limitation for audio playback: Chrome (and other modern browsers) prevent Autoplay of audio, and only allow media playback if:

  • The media is muted, or …
  • The user has interacted with the domain (click, tap, etc.)

šŸ¤”How does this affect Nimbus? Any kind of audio signalization (threshold warnings, toasts, notifications) will not play audio on a newly (re)loaded tab that has not been interacted with. For example, when first-time loading a Personal Dashboards or Non-Personal Dashboards – or force-refreshing any Nimbus UI with CTRL+F5 – you need to click on it at least once for audio to play back.

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